Experience Investigators by 360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” ” says Marcus.

2017 547

2017 Net Promoter Score Culture Customer Centricity 547

ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year.

2017 218

2017 Blog Customer Engagement Engagement 218

Alida

SEPTEMBER 20, 2017

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” The research firm’s Customer Experience Index (CX Index) methodology measures how well a brand’s CX strengthens the loyalty of its customers, and is used to benchmark CX performance at 314 U.S. brands.

2017 227

2017 Leadership 2016 Insurance 227

Customer Bliss

SEPTEMBER 28, 2017

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that. Silos need to align for the customer to have the best experience possible, and when the customer has that best experience possible, that’s really the place where revenue and growth reside. There can’t be a “digital team” vs. a “brick and mortar team.”

2017 250

2017 E Commerce Competitive Advantage Retail 250

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InMoment XI

SEPTEMBER 7, 2017

Emotions are both powerful and complicated. They play a significant role in both our purchase decisions and our future customer loyalty. Consider for a moment the standout customer experiences that you have experienced with brands you love – or hate. I became a life-long Nordstrom customer years ago when through ill fated circumstances, I didn’t. View Article. General

2017 200

2017 Loyalty Article Brands 200

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.

2017 244

2017 Net Promoter Score Banking Metrics 244

ijgolding

SEPTEMBER 12, 2017

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the month of September is an annual signal of impending change. Whilst most human beings see the 1st January as their annual calendar moment to make commitments (often hollow!),

2017 142

2017 Customer Experience Definition Government 142

SurveyGizmo

SEPTEMBER 28, 2017

“It’s an interesting time to study and talk about customer experience because there’s still no one size fits all approach,” says Blake Morgan, a Forbes contributor. “In In fact most people don’t even agree on who should drive customer experience, let alone ‘own’ it.”. Yet, for 75 percent of companies, offering CX is the number one priority for companies across the country, according to a global survey of more than 6,000 business and tech leaders conducted by Forrester. .

2017 128

2017 Omnichannel Webinar Loyalty Programs 128

Customer Bliss

SEPTEMBER 21, 2017

I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years. I mention it frequently in my books , I’ve blogged about it, and all of my 69 guests so far on my customer experience podcast have spoken about the same concept. Getting companies and leaders to understand the importance of thinking holistically instead of channel-by-channel is a great joy of my career.

2017 185

2017 Connections Leadership Books 185

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InMoment XI

SEPTEMBER 7, 2017

Emotions are both powerful and complicated. They play a significant role in both our purchase decisions and our future customer loyalty. Consider for a moment the standout customer experiences that you have experienced with brands you love – or hate. I became a life-long Nordstrom customer years ago when through ill fated circumstances, I didn’t. View Article

2017 200

2017 Loyalty Article Brands 200

Beyond Philosophy

SEPTEMBER 4, 2017

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red 16-foot-tall tower in the front of the store. A door opens, your item appears, and you’re done. The whole process takes less than a minute. I’m ordinarily skeptical of technology as a solution to customer experience problems.

2017 158

2017 Retail Technology ROI 158

Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

2017 106

2017 B2B NPS Customer Experience 106

Customer Enthusiast

SEPTEMBER 20, 2017

I was recently invited to contribute to CX Factor, a web series hosted by Mark Fidelman, CEO of Fanatics Media, that shines a spotlight on world-class brands known for delivering smarter, superior experiences to today’s modern, connected customers. The episode in which I participated featured Sunil Bhardwaj, SVP, technology, platform, and data science for Kohl’s. The interview is content-rich, though the following points stood out: Frictionless Experiences.

2017 105

2017 Fashion Retail Books 105

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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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ShepHyken

SEPTEMBER 20, 2017

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating. Everything from an employee appreciation event, like a lunch or dinner, to fun games that are about team building and comradery. And, of course, there is showing some love and appreciation to your customers. This year I want to take a different approach.

2017 119

2017 Customer Service Customer Expectations Customer Service Training 119

Customer Bliss

SEPTEMBER 5, 2017

Episode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. In our conversation, Damian walks us through his six dimensions of the transformation, and many not-to-be-missed tactics that he has used to make progress. About Damian. Dr. Damian Cotchett is a consumer psychologist.

2017 147

2017 Touchpoint Customer Centricity Culture 147

InMoment XI

SEPTEMBER 5, 2017

Vehicle Acquisition Center, Recall Relationship Center, Loaner Center, Vehicle Service Contracts/Maintenance Contracts Center and the LOYALTY LOOP! more about the details of these below) For two years prior to my present position, I was stationed in the Group 1 Automotive Service Development Center (SDC) in Houston. That’s where I learned a lot about the dealership service. View Article. Automotive

2017 200

2017 Loyalty Presentation Article 200

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. Ryanair announced last Friday that it would cancel 40-50 flights per day for the next six weeks.

Airlines 153

Airlines 2017 Travel Social Media 153

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ReviewTrackers

SEPTEMBER 15, 2017

Fans expect more than a win when they go to a baseball game, and that is evident when it comes to the New York Yankees. While the Yankees are one of the most successful sports franchises in history, Yankee stadium is rated No. 26 out of the 30 baseball stadiums in Major League Baseball.

2017 182

2017 2009 Sports Events 182

ProProfs Chat

SEPTEMBER 18, 2017

How important is good customer support for your business? Is it a top priority for you, or happens to just another facet of your day-to-day business operations? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. And falling sales numbers are there to show for it.

2017 99

2017 Blog Social Media Banking 99

ShepHyken

SEPTEMBER 13, 2017

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. This became evident as I was having lunch with Tracy Nieporent, one of the partners at Myriad Restaurant Group. They are the successful owners of the famous Nobu restaurants , Tribeca Grill , and several others. Tracy is very proud, and rightly so, about the food and service at all of his restaurants.

2017 103

2017 Hospitality Customer Confidence Reference 103

Provide Support

SEPTEMBER 18, 2017

Cheat Sheet for Live Chat Operators. Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

2017 110

2017 2003 Customer Service Customer Service Training 110

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Customer Experience

InMoment XI

SEPTEMBER 29, 2017

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not. Organizations may have ample data on the way customers view their brands, but. View Article. General

2017 200

2017 Measurement Download Books 200

Beyond Philosophy

SEPTEMBER 13, 2017

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. But don’t feel bad that you didn’t know. They happen without your conscious awareness of them.

2017 149

2017 Webinar Presentation Books 149

Kayako

SEPTEMBER 6, 2017

Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today! Rather than speculate on what makes a live chat software experience effortless or frustrating, Kayako surveyed 400 anonymous consumers and 100 anonymous businesses to find out what they think of live chat.

2017 88

2017 Consumers User Experience Loyalty 88

ProProfs Chat

SEPTEMBER 13, 2017

What is the burning desire of every business? Increase market share through customer loyalty! What is the major cause of losing customers in an e-commerce environment? Unaddressed customer “pain points”. Pain points are the chronic issues (or even new ones) that have been unresolved for extended periods of time. Business analytics and data mining reports show too many customers signing out of memberships or walking out of websites, leaving behind full shopping carts.

2017 104

2017 E Commerce Call Center Loyalty 104

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